Parent Fee Support Coordinator (Eldoret Based)

ABOUT THE ROLE Key responsibilities for the role include: Family engagement through email - Zendesk Respond to family emails coming in through Zendesk. Maintain a positive, empathetic and professional attitude towards customers at all times Ensure customer queries are responded to within agreed timelines Escalation of queries that require to Ensure records of customer interactions, comments, complaints and transactions are maintained Family engagement on-call - Work lines Answer calls  from parents Maintain a positive, friendly,  empathetic and professional attitude towards customers at all times Ensure family calls are attended to within agreed timelines Ensure records of customer phone  interactions, comments, complaints and transactions are maintained Family Statement Updates Respond to all statement update requests from families on email and calls offering assurance and progress updates Update all requests for the finance team to update the family statements Escalate any concerns regarding statements updates that present a challenge Closeout all statement requests with families once they have been finalised. General Support financial clearance and gating at the start of the school term for any students with arrears and who show up to school. Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels Achieve and maintain proficiency with the system and tools required to perform duties Other duties as assigned. Key responsibilities Family engagement through email - Zendesk Family engagement on-call - Work lines Liaising with Finance for statements updates Other General responsibilities ABOUT YOU Skills, Experience & Qualifications required: A Bachelor’s Degree (in Business preferred) CPA (Part I) - Preferred Core Skills and Competencies Customer service experience is desirable. Experience in a startup or in a company that gives you significant autonomy and responsibility is a plus! Results-driven: goal-oriented, move fast and take ownership of work. Eager to learn and accepts feedback as a positive step to professional growth They are excited about our organizational culture—and in particular, they are fired up to challenge themselves by embracing mutual vulnerability and a firehose of feedback Ability to treat all confidential information with the utmost professionalism.